consumer interactions

Consider the many ways that a customer encounters your brand – organic results on a search engine, display media campaigns, social media links, re-targeting on external sites, etc. One thing is certain – consumer journeys are far from linear. They can occur across multiple platforms, devices and browsers. The problem is that organizations are often constrained to channel-limiting decisions regarding their media investment allocations.
Marketing attribution helps you analyze the impact and business value of company-generated marketing interactions to help make the best marketing investment decisions. The challenge is to interpret the massive volumes of customer data that continues to expand day by day.

30 seconds or less. The average length of time that consumers spend reading or listening to online marketing communications . Marketers today are now equipped with the strategies and technologies to better capture consumer attention. To do this, they need to orchestrate individualized customer experiences across the digital channels. Read on for a statistical profile of today’s distracted consumer, followed by actionable tips for effectively communicating and converting this new type of consumer.

Banks are at an inflection point. According to a recent research by Viacom, 1 in every 3 U.S. consumers are open to switching banks in the next 90 days. Financial services companies need to break through the competition to gain customer trust and loyalty. Building a 360° view of the customer can help banks grow customer retention and loyalty, upsell high margin products and provide compelling interactions. However, this is no easy task as complexity increases when retail banks engage their customers across multiple channels and financial products.
Gaining visibility into every customer interaction, across your business silos, and with every engagement channel is critical to making the right decisions to deliver amazing customer experiences. This white paper examines the challenges Financial Services Institutions (FSIs) face when building a 360° view of the customer to transform their customer experience and how to overcome them.

We live in the age of the consumer.
Across touchpoints, customer expectations for digital interactions and brand experiences are evolving. Today, it is critical for organizations to deliver high-performing, personalized encounters across the customer journey.
To drive innovation and stay competitive, organizations need to reorient towards the customer—which means being able to understand their needs, adapt to their expectations, and quickly make improvements. But pinpointing where to make iterations across your tactics and digital entities like websites and landing pages can be a difficult task—especially in today’s multi-touch environment.

Consumer industries are facing once in a lifetime changes in the way they engage and interact with their customers and consumers. Whether consumer products, retail, or wholesale, there are two broadly unifying trends. First, consumers have both heightened influence and increased expectations. Second, several largely untapped digital technologies have the potential to enable new capabilities to better satisfy customer needs. For the key consumer industries of agribusiness, consumer products, life sciences, retail, and wholesale, the Internet of Things (IoT) will enable many new opportunities. These industries have a shared goal and challenge: to be able to create and offer engaging end consumer and/or customer experiences at scale. Part of the way that companies will achieve this goal and respond to this challenge is by developing digital transformation (DX) strategies. Such strategies enable new and potentially disruptive capabilities with a broad range of technologies.

Just 7% of consumers say that customer service experiences they have with companies typically exceed their expectations. Now think about how you could succeed and profit as a business if you not only continually offered good service to your customers, but also frequently offered more than what they expected.
Discover:
The secrets to lining up your customer service with your brand.
The best way to train employees.
How to make employees feel good about giving great service.
The significance of monitoring customer interactions.
Which customer metrics you should pay attention to.
The cheapest way to earn new customers.
Download this ebook to learn what you need to do to give customers what they want and earn a customer for life!

The way in which consumers communicate is evolving; they are rapidly adopting communities, web self-service and social media for both personal and business interactions. Customer support organizations must adapt their strategies in order to provide effective online tools to engage with the customer on the customer's terms.

Energy companies are being challenged on multiple fronts. Core expectations require the delivery of safe, reliable, affordable and sustainable energy. Business models are being challenged by alternatives such as renewables and consumers demanding more sophisticated interactions through social and mobile.
Energy companies need to:
Disruptively innovate business processes through analytics driven operational excellence to increase agility and responsiveness, reduce operational costs and improve asset reliability
Assume the role of energy integrator to optimally balance supply and demand points
Deliver a 360-degree customer-of-one experience to increase customer satisfaction and loyalty, reduce costs, and improve management of energy demand

Banks are at an inflection point. According to a recent research by Viacom, 1 in every 3 U.S. consumers are open to switching banks in the next 90 days. Financial services companies need to break through the competition to gain customer trust and loyalty. Building a 360° view of the customer can help banks grow customer retention and loyalty, upsell high margin products and provide compelling interactions. However, this is no easy task as complexity increases when retail banks engage their customers across multiple channels and financial products.
Gaining visibility into every customer interaction, across your business silos, and with every engagement channel is critical to making the right decisions to deliver amazing customer experiences. This white paper examines the challenges Financial Services Institutions (FSIs) face when building a 360° view of the customer to transform their customer experience and how to overcome them.

Banks are at an inflection point. According to recent research by Viacom, 53% of consumers don’t think their bank
offers anything different than other banks, 71% would rather go to the dentist than listen to what the banks are saying,
and 1 in every 3 are open to switching banks in the next 90 days.
This means banking institutions need to break through the competition to gain customer trust and loyalty.
Building a 360-degree view of the customer can directly impact customer experience by helping banks grow customer
retention and loyalty, upsell high-margin products, and provide compelling interactions.

The way in which consumers communicate is evolving; they are rapidly adopting communities, web self-service and social media for both personal and business interactions. Customer support organizations must adapt their strategies in order to provide effective online tools to engage with the customer on the customer's terms.

Today’s consumers are demanding: they have become more unforgiving of a poor customer experience and expect interactions on their desktop and mobile devices to be responsive, intuitive,
and easy to use. Marketers understand that delivering the most relevant experience is the key to gaining continued satisfaction and loyalty from their digital consumers. Oftentimes, however, when it comes to marketing to consumers there are two dynamics. On one hand you have what consumers say they want out of a customer experience. On the other hand, there is what they actually receive. What they want are experiences that are personalized, contextually relevant, and consistent— regardless of online or offline channel or lifecycle stage. What they too often get, however, are experiences that are disconnected, not contextually relevant, and inconsistent across channels and lifecycle stages.

The Responsive Process Management (RPM) Suite from Progress Software enables a high level of operational responsiveness for communications service providers. Faced with a need to gain a competitive advantage and create connections with customers, communications service providers require a flexible, integrated management suite that adapts to shifts in consumer interactions and market conditions in real time. Progress RPM based OSS/BSS solutions meet these challenges without the need for a massive overhaul to existing systems and infrastructure. Download this free whitepaper to learn more about how the communications industry can leverage Progress RPM to achieve operational responsiveness.

Discerning and demanding consumers expect meaningful retail interactions. Creating new world-class experiences is vital to differentiate products and boost profits in the consumer goods market.
• Let me shop when and how I want: Technology to research and buy products defines consumer behavior, driven by social media’s “see now, buy now” mentality.
• Give me relevant data: With ever-expanding information, every touchpoint should have customer data that matters.
• Give me a truly unique experience: Innovative retailers use new partners and tools to deliver personalized consumer experiences.
• Pair my products with consistently good service: New customer service technologies are crucial in a world with more consumer/retailer choices.
• Make my retail environments better: Consumers want memorable, differentiated experiences in user-friendly digital and physical retail environments.
I invite you to download your targeted industry analysis and uncover the expectations to take into account a

Customer journey mapping is a major component of any customer experience program.
Of course, a key part of mapping the customer experience includes identifying key moments of
truth or moments of consumer brand interaction that shape brand perception and loyalty.
In the digital age, many key moments of truth for your customers are happening online. This means
that more and more of your consumers, brand perceptions and attitudes will be based on purely
digital interactions (in-app, website, wearable tech, etc.). This has made understanding your
customers’ digital interactions an essential part of any customer experience program. “It has been
said that VOC programs without a web presence engage only 2% to 10% of those who interact
with their website” (marketing sherpa). As we move into the future, this trend will continue.
We know that mobile is an inherent part of today’s digital experience. Global mobile and tablet
internet usage just exceeded desktop use for the first time (GS StatCoun

Marketers are struggling to connect with consumers across all available outlets while still providing an aligned customer experience. The white paper examines three key ways to create a successful omni-channel experience while establishing cohesive brand and customer identities.
Learn how to:
Develop an interactive mobile strategy
Streamline physical and digital interactions
Engage customers across channels

In a market where 78% of consumers abandon a transaction or purchase because of poor service, businesses need to personalize and customize their interactions with customers to remain competitive. A truly personalized customer experience, framed in the context of the consumer’s previous buying patterns and behaviors as well as their current interactions, can mean the difference between engaged, loyal customers or lost business for your company. Download this white paper now to learn more!

Today’s consumers and B2B companies only want interactions that are relevant, personalized, and based on a customer’s situation and preferences. Companies that fail to provide relevant offers will be left behind.

Today’s consumers expect immediate, personalized interactions. To meet these expectations, companies must differentiate their brands through timely, targeted and tailored customer experiences based on real-time data analytics.
This report, sponsored by SAS, Intel and Accenture and conducted by Harvard Business Review Analytic Services, looks at how businesses are using advanced customer data analytics, along with real-time analytics and real-time marketing, to enhance their customers’ experiences.
Learn why organizations that place a high value on real-time capabilities still struggle to achieve them, what companies can do to ensure success as they adopt and implement real-time analytics solutions, and what benefits successful companies are already seeing.

Energy companies are being challenged on multiple fronts. Core expectations require the delivery of safe, reliable, affordable and sustainable energy. Business models are being challenged by alternatives such as renewables and consumers demanding more sophisticated interactions through social and mobile.

Three out of four consumers belong to up to 10 loyalty programs, so it’s more important than ever to stand out. To capture interest and drive repeat purchases, brands must interact with consumers beyond transactions and reward them for their behaviors across channels.

Today’s consumers and B2B companies only want interactions that are relevant, personalized, and based on a customer’s situation and preferences. Companies that fail to provide relevant offers will be left behind.

When call center agents don’t have access to an EMR, consumer demographic, sociological and other data, nor an understanding of marketing campaigns, agents are inefficient, reactive and unable to personalize interactions with patients and consumers. The disjointed call center experience harms the health system’s ability to find, guide, and keep patients for life.
The call center is often the first touch for many prospective healthcare customers, and Scripps Health recognized these challenges. They made the pivot from call center as cost center to strategic lynch pin in their patient experience strategy. Call center agents are now delivering a world-class patient experience as they provide physician referrals, take class registrations, and serve as a clearing house for general information . An added bonus of the shift is they can now integrate outbound calling into campaign efforts, and measure the full impact of marketing efforts and strengthen marketing’s ROI.
Get your free copy of

At HP, we know that in retail and hospitality environments, customers expect a fast and simple way to find information or to complete a transaction. The physical point-of-sale experience must rise to meet the demands of retailers through high aesthetic value and peak performance.
From an elegant hotel to a small boutique, a quick-service restaurant to an outdoor garden center—all of these locations require a point-of-sale device that meets specific needs while appealing to any user.
My team at HP sought to elevate this experience by redefining the customer experience through a versatile, reliable, and beautiful point-of-sale system. For the new HP ElitePOS, we gained insights from everywhere—designers, technologists, retailers, and consumers—to create a product that is beautifully simple. It started as a sketch on a napkin, and is now part of an iconic portfolio that dissolves barriers during point-of-sale customer interactions.

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